South African Postbank SOC Limited: Customer Service Consultant Position

Location: Bloemfontein, South Africa
Job Type: 6-Month Temporary Position
Closing Date: 08 January 2025

Position Overview

Postbank is seeking Customer Service Consultants to provide exceptional service to Post Office staff, Consumer Services staff, and customers. This role involves resolving inquiries across various channels, including phone, email, web chat, and social media. The ideal candidate will excel in multitasking, compliance, and maintaining high customer satisfaction.

Key Responsibilities

• Inbound & Outbound Calls: Handle calls effectively, providing accurate and efficient resolutions.
• Omnichannel Support: Assist customers across multiple communication channels, ensuring a consistent experience.
• Customer Issue Resolution: Address account queries, resolve complaints, and assist with Electronic Fund Transfers.
• Policy Compliance: Adhere to all company and legislative policies, including FAIS and FICA.
• Customer Satisfaction: Achieve high satisfaction levels with creative problem-solving and zero complaints.
• Performance Targets: Meet call center service level targets, including queuing times and quality standards.
• Collaboration: Work with team members to achieve shared objectives and support other sections when required.

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Qualifications and Experience

Educational Requirements:

• Essential: Grade 12 (NQF Level 4) with Mathematics and/or Accounting.
• Advantageous: Diploma in Financial Services, Banking, Customer Services, or Call Centre Operations (NQF Level 5).

Experience:

• Minimum of 2 years in a call center or banking environment.
• Experience in financial services is a plus.

Skills and Competencies

• Proficient in MS Office (Word, Excel, PowerPoint).
• Bi-lingual skills are advantageous.
• Strong numerical, communication, and problem-solving skills.
• Customer-oriented with the ability to manage difficult situations.

Knowledge and Attributes

Knowledge:

• Familiarity with banking laws and regulations (e.g., FAIS, FICA).
• Understanding of Customer Relationship Management (CRM) practices.

Attributes:

• Teamwork: Collaborates effectively.
• Adaptability: Handles multiple tasks and meets performance goals.
• Integrity: Maintains ethical standards.
• Time Management: Organizes tasks effectively.
• Customer-Focus: Delivers exceptional service.

How to Apply

1. Submit your CV to RecruitmentFS@postbank.co.za.
2. Use “Customer Service Consultant – Bloemfontein” as the subject line.
3. Visit the Postbank Careers Page for the full job specification.

Important: Only shortlisted candidates will be contacted. If you have not heard from Postbank within six weeks of the closing date, consider your application unsuccessful.

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